How Data Science Can Help Contact Centers Operate More Efficiently

Efficiency is the name of the game for large and small businesses across the United States. Everyone’s working on cutting operational costs, speeding up processes, and optimizing the quality of their products and services. As important as all of those components are to your company’s success, the most critical element of a successful business strategy is enhancing customer experience.

The most powerful tool companies have at their disposal to help them serve consumers better is data analytics. It’s imperative to have a robust big data framework if you want to keep up with the industry leaders. When coupled with a powerful virtual call center, this can boost your companies marketing and customer service divisions, and even the quality of your products. Continue reading to see how data science is shaping the way contact centers deliver their customer experience.

Companies can get valuable insights into their customers’ interests.

The best customer acquisition strategy aims to have a company’s current customers do their marketing for them. Word of mouth is still the most powerful marketing tool there is. People will always trust their friends and family members more than they’ll trust flashy ads and celebrity endorsements. Those tools do work, but word of mouth has been working for centuries.

By applying data analysis to your customer service strategy, you can learn when your customers do their shopping, what products they buy, the quantities they normally purchase, and more. With those kinds of insights into your customers’ shopping habits, you can tailor promotions for individuals. Who doesn’t like getting great deals on the products they use the most?

Using data science tools to learn your customers’ buying tendencies is one of the best ways to optimize customer satisfaction. And the happier your patrons are with your brand, the more they’ll sing its praises to everyone they encounter.

You can predict what solution customers need before they ask.

One of the most frustrating things for people is waiting for solutions. You wait in line almost everywhere you go, and when you make a support call, you have to wait forever and a day to get to the right agent. Those are the kinds of issues that cause companies to lose customers.

Big data analysts apply predictive analytics to transform raw data such as past purchases, reviews, support calls, and customer complaints into real-time solutions to help you deliver customer service more efficiently. When you have insights into your customers’ most common support issues, you can have solutions waiting on them in less time, before they even reach out to you. That means a great customer experience.

By integrating data science into your cloud contact center software, you shorten the time it takes customers to reach the right agent and enable your support team to manage customer support issues with ease. By applying algorithms to raw data from multiple data sources, your CRM and contact center software become programs of mass customer satisfaction.

You can use data science to optimize your website and mobile apps.

The key features of your website and mobile app may either make or break your business. With the prevalence of online shopping, you can’t afford for your customer-facing online tools to be broken. Ease of use is everything for consumers, so software developers have learned to use data analysis to predict what new features consumers want from mobile apps and websites.

One of the advanced features resulting from data science is live chat boxes that prompt customer interaction when visiting your website. Some forward-thinking companies have even applied machine learning to their mobile apps to automate adjustments to the customer experience on the fly and in real-time.

As you can see, using data science to enhance your CRM is like sending your cloud contact center to the gym. It aids in everything from the deployment of new advanced features to predict the reason for customer support calls.